One of the blog readers, Hussein Dajani, sent me this series of videos he took onboard Middle East Airlines (MEA) flight 427 from Dubai to Beirut on May 3rd 2012.
Hussein interviewed several passengers on that flight about their unpleasant experience on the airplane that looked more like a bus where chairs are broken, food is bad, entertainment system is defected, and the AC doesn’t function until the airplane takes off because it is so old!
The bad experience and the video were reported by Hussein to MEA’s page on Facebook, and unsurprisingly he got banned and blocked from posting any further comment.
MEA finally issued the below statement as a reply to the videos and the negative comments they were getting.
To our fans, customers and readers alike,
In the past week or so, videos and pictures have been circulated on the web pointing out problems customers have faced on a couple of MEA flights. They included service quality issues such as an out of use seat and a dysfunctional display unit amongst others. These videos and pictures created with the intention of raising awareness about MEA’s customer service, and which have caused others to provide valuable comments and feedback, have been taken on-board whole heartedly.
Anyone who flies regularly will probably have experienced at some time or another that service on an airline can vary from flight to flight. As such, our company’s priority is to strive to deliver a consistent service across the board. The best way to provide this consistency in our view is to listen to customers’ feedback addressing their issues whenever possible, to implement the latest technologies and systems throughout the company as they become available, and finally to undertake all our usual measures to assess consistency through thorough quality control of flight safety, in-flight services, entertainment and overall passenger comfort.
Here at MEA, we feel it is our duty not only to our customers, but to the country as a whole to accurately represent our nation by reflecting our reputation for outstanding hospitality in every aspect of the service we provide as an airline. Currently, our fleet is being expanded as some may already know from our recent campaign “5000 Mabrouk” where we unveiled our brand new A320 aircraft. We’re expecting two more aircraft to be delivered in coming months. We have also finished planning the new cargo center which will be spread over 20,000 sq. m. of land, will contain a hangar with a 5,000 sq. m. capacity for exports and another 10,000 sq. m. hangar for imported goods, in addition to a large parking lot.
In light of the videos we have seen, the comments provided in social forums and the valuable feedback we are receiving online, we are glad to announce that we will be increasing our presence in various social media to provide dynamic interaction with our customer base worldwide. While we encourage everyone to describe their experience on MEA flights through social media and contact us by whichever means available, we’d like to remind our customers that the most direct means of communication for requests and complaints to be handled effectively within the shortest timeframe is by emailing email@example.com (Customer Services Department).
The MEA Team
Issuing this statement is probably the least they can do in such situation. The most important is actually walking the talk.